Head of Tenant/Client Experience-Property Management

Chicago, Illinois, United States


About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
The Opportunity

Our 3500+ property management experts in the U.S. provide comprehensive real estate services in more than 3,800 buildings totaling more than 750 million square feet. We are currently seeking an executive leader and Head of Tenant/Client Experience for our Property Management business. This newly created role reports to the President of Property Management.

The primary focus of this highly visible executive level position includes:

Ensure the tenant experience in JLL managed buildings rivals the best hospitality experiences in the world

Drive consistent, high-value, engaging tenant experiences across the national platform

Create accountability through metrics resulting in consistently exceeding expectations by providing an exceptional tenant experience at every property

Build a world-class client service delivery model and drive adoption through transforming our learning & leadership development programming around tenant experience and by creating/delivering training and change management strategy to the national team

This position can be based in any major U.S City.

12-15+ years of developing and delivering innovative, world-class Customer Experience platforms for the most well-known iconic brands globally

Significant guest experience executive leadership background in hospitality industry strongly preferred

Successful track record of achieving immediate credibility; presenting varying ideas to create value and challenge the status quo; and able to think quickly, listen well, and understand how to react and modify approach in front of clients and other key influencers

Dedicated to exceeding client’s expectations, ensuring excellence in delivery are achieved through the right solution, delivering win/win outcomes

Exemplary executive presence – has the gravitas and sophistication to appropriately command the room

Obsessed with customer habits and the data derived from those behaviors; keenly aware of trends within the industry

Commercially astute: quickly recognizes the different levers to pull to drive growth and increase productivity

Transformational leadership – leads change with energy and resilience to propel the business forward; has the courage to make difficult decisions and take calculated risks; adjusts style to accommodate individuals and the various phases of growth

Operational “heft” –comfort and experience with complex, large and heavily matrixed organizations

What you can expect from us
We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.
We can’t wait to see where your ambitions take you at JLL. Apply today!

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